Unit 62 - Resolve customer’s complaints

Introduction ..................................................................................................................................... 3

Task 1: understanding and resolution of customer’s complaints .................................................... 3

1.1: Monitoring techniques for customer complaints ................................................................. 3

1.2: Identifying complaints that review of the service offer and service delivery ...................... 4

1.3: Negotiating technique used to resolve customers complaints.............................................. 4

1.4: Conflict management technique used in dealing with customer .......................................... 5

1.5: Explaining organizational procedure for dealing with customer complaints....................... 5

1.6: Explanation about when to escalate customer’s complaints ................................................ 6

1.7: Explanation of cost and regulatory implications of admitting liability................................ 6

1.8: Explanation of the advantage and limitation of offering compensation and replacement
products ....................................................................................................................................... 7

Task 2: Deal with customer complaint ........................................................................................... 7

2.1: confirmation of the nature, cause and implications of the customer’s complaints .............. 7

2.2. Personal responsibility for dealing with customer ............................................................... 8

2.3: recognizing customer’s problems and understand their point of view ................................ 8

2.4: Advantage and limitation of different complaint response .................................................. 9

2.5: Advantage and limitation of different complaints response options to organizations ......... 9

2.6: explanation of keeping customers informed of progress ..................................................... 9

2.7: Addressing the complaint within the limits of their own authority ................................... 10

2.8: outcome of handling of complaints for future reference .................................................... 10

2.9: policies and legal requirements when dealing with the customer complaints ................... 11

Conclusion: ................................................................................................................................... 11

Reference ...................................................................................................................................... 12
Introduction
Company wants happy customer’s not unhappy customers. Unhappy customer’s regarded as a
bad news for every company. It takes so many times to shatter a good day but it takes only few
minutes to steer customers away. Unhappy customers are regarded as a guest so company wants
to happy them always. So company needs to take control of customer complaint.

Task 1: understanding and resolution of customer’s complaints

1.1: Monitoring techniques for customer complaints

Monitoring technique should be appropriate and timely. It should be based on the purpose not to
be elaborated. Several technique uses for monitoring customer complaint (Garengo, 2005). These
are:

 Customer record
 Return
 Customer feedback
 Sales
 Observation
 Financial recording
 Recording errors
 Talking with people
 Employee surveys
 Monitoring work [performance
 Monitoring output
 Questionnaires
 Benchmarking with other working sheets
 Staff turnover and absenteeism
 Focus grouping to provide direct feedback
 Logging the level of complainants
 Usage recording.
These techniques are used for the monitor customer techniques. Abiding by this type of
technique manager can easily find out the complaint and resolve the problem.

1.2: Identifying complaints that review of the service offer and

service delivery
A Satisfied customer shares their good experience with others about the product of the company.
But if any customer takes some negative view about the product, he might tell this at least 100
people about the product of the company. So it’s needed to give the best possible output to the
customers. Some possible technique and offer can be taken like if one buys something get
something, best quality service offer, and a good behave with the3 customer (Marks, 2001).
Moreover it should be confirmed that customer get the product at least on time. They have to
potential about the delivery of time.

1.3: Negotiating technique used to resolve customers complaints

Company will hear some complaints from the customer by directly or hand written or verbal.
These complaints make the company less valuable than the competitor. It decreases the face
value of the company. Considering these technique, company should take some possible
negotiating technique to resolve these types of complaints (Schneyer, 1997). Company should
take necessary step against these complaints and make sure that it does not happen again. Some
potential negotiating techniques are:

 Listen
 Close with confirmation
 Be confident
 Know what has to be achieved
 Be ready for compromising
 Be confident
 Information sharing
1.4: Conflict management technique used in dealing with customer
Conflict with customer can be happened at any time in business. It’s unwise to ignore this kind
of conflict. Because any time this type of tinny conflict make a huge damage to the business,
customer loyalty and brand awareness. Here are 12 conflict resolve tips that make good
customer service.

1. Use the correct tone

2. Allow customer to talk
3. Use verbal softeners
4. Be neutral
5. Focus
6. Don’t react
7. Show you care
8. Set limits
9. Use silence
10. Make angry conversation private
11. Use timeouts
12. Agree

1.5: Explaining organizational procedure for dealing with customer

complaints
In business stage everyone has to face with an upset customer. Operate with customer with such
a way that customer think the company operate its business potentially. Many customers in real
life cannot make any complaint against company (Williamson, 1991). They simply leave that
company brand. So company takes some organizational procedure to prevent this kind of
unwanted matter. These are:

- Apologize without blaming

- Listen carefully what the customer say and let them finish
 - Ask the customer what the best possible solution to you?
- Ask questions in a concerned and caring manner
- Solve the problem or find someone who can make it resolve to the customer
- Put yourself in their shoes

1.6: Explanation about when to escalate customer’s complaints

A customer escalation means when a customer is not happy with the interaction of the employee
of that organization because of his unpleasant behavior. As a result customer wants so high
quality employee at that place to deal with this complaint. Company should take it seriously.
Because if organization cannot escalate this type of customer and make them satisfied then this
customer go out of their hand and the face value and market value of the company will be
decreasing.

1.7: Explanation of cost and regulatory implications of admitting

liability
In supplying business, business should aware the products are safe. In business the major
responsibility force on not only the producers but also distributors. They have legal
responsibilities. If business cannot meet it they have to consume serious consequences. Moreover
they have to pay extra charges and face some legal actions and fines and even imprisonment
(Bitner, 1990). They have t follow some rules. These are:

- Taking actions if a safety problem is found

- Warning consumer about the potential risks
- Monitoring the safety of the products
- Providing information to aid customers understand the risks.
1.8: Explanation of the advantage and limitation of offering
compensation and replacement products
In business it’s needed to satisfy the customer because they are the wealth of the business. If one
customer gets upset about the company product then they leave that product and tell everyone
about the bad side of the product and the brand value will be decreasing. So it’s important to
hold the customer and offer them compensation. Company offers compensation in return of their
bad product. Moreover sometimes they are they give another product in return of bad product.
Advantage like if they get enough compensation, they are more satisfied about the brand and buy
that product again and again. Similarly disadvantage like if customer thought that their
compensation is like misbehave then they retreat from that product.

Task 2: Deal with customer complaint

2.1: confirmation of the nature, cause and implications of the

customer’s complaints
There are a number of natures that customers make complaint about the product. Company
should measure this complaint seriously and try to resolve this type of complaint (Shapiro,
1988). Otherwise the reputation of The Company will be nipped in the bud. Some nature and
cause of the customer complaints are listing below:

- Incorrect description of the product

- Poor response to incorrect description
- Poor client service
- Lack of communication
- Slow delivery
 - Repeated complaints from the same customers
- Ruse staffs
- Promise not carried out
- Uninformed staffs
- Needs not accurately defined

2.2. Personal responsibility for dealing with customer

Taken responsibility against complaint is crucial for the business. Company have to take each of
the responsibility for each of the complaints that customer make against the product. But for a
company it’s not possible to resolve all the complaints but company has to try so that customer
sees that company potential about their product. Company takes several steps to resolve it like
escalating issue (Boshoff, 1997). Keeping the customer informed that complaints have been
resolve that they make. Here resolve mean not to solve all the complaints rather make sure the
customer that complaints process have been carried out.

2.3: recognizing customer’s problems and understand their point of

view
In business circle not all customers are polite or kings. There are some customers who are always
ready to abuse your service. Some customers are unfair and try to exploit service. So keep
service effective, company should identify these types of customers seriously. These are:

- Abusive to staffs
- Staffs complaints about them
- high contact frequency
- Refusing payment issue
- Swap vendors in industry and boasts about it
- Tries to game the system
- Constantly unavailable
 - During projects tends to change the scope of work

2.4: Advantage and limitation of different complaint response

Anyone who has a business faces some experience based on the complaints. A complaining
customer tends to a good friend with business. So deal with him friendly. There are lots of thing
a customer can complain like- process failure, communication, rude employees and unclean
facilities (Bendall-Lyon, 2001). If customer finds that employee solve the complaint issue, and
then they feel satisfied and make more operation with them. But the limitation is if employee try
to resolve the bad customer complaints and take much time behind this, then other fruitful
customer are out of their hand.

2.5: Advantage and limitation of different complaints response

options to organizations
One of the most difficult questions is to do response on different question. As usual company
does business with their similar organizations. As a result it’s needed to carry out all possible
task to satisfy them and resolve all kinds of complaints. If other organization satisfies with this
organization then they make more contract and business with them. But if organization can not
satisfy the other organization complaint response, then they limits the operation with them and at
a time they will leave the organization (LeBoeuf, 1989).

2.6: explanation of keeping customers informed of progress

Every business tries to promote its business on social media, or customers via email, message or
personal contact. Try top present all details of the product on eye of customers. In modern ages
its essential to keep customers well informed. It’s found that keeping customers well-informed
make the company to gather high turnover. It’s known as the key to a healthy relationship with
customers. Why it is needed to keep the customer informed is given below:
  Notifying a customer about a problem is better than to find their own
 Customers are quite social friends, they tend to know what’s going on with the
company
 Antecedence is customer service and put it first choice
 People are characteristically lazy
 Possession people informed reminds customers that you are there

2.7: Addressing the complaint within the limits of their own

authority
Problem is the gap between the actual one and desired one. When customers do not get their
expected one according to their fashion they raise complaint which is the problem.
Solution should be made to eradicate the problem and it needs customer analysis and market
research when the ultimate solution is find it should be communicated with the customers
through web or any social media site or by creating a group (Sloo, 1999). At that time some
complaints can take into consideration to make them loyal and to retain them. Their limit is just
to share their opinions not to produce or create. When customers try to give a solution to a
problem it can be considered as a complaint. So for the reduction of the complaint they provide
some solutions and their limit is just confined to ordering.

2.8: outcome of handling of complaints for future reference

Outline of handling complaints for future reference is given below:

 Make sure to Upright record possession

 Regulation for complaint handling officer
 Operative handling of complaints that was made to your organization
 Ritual impartiality
 Handling system reachable
 Exploration of complaints
  Operative complaints handling
 Dealing with carefully with complaints handling officer

2.9: policies and legal requirements when dealing with the customer
complaints
When dealing with customers, legal requirements are like:

- Data fortification act.

- Auction of goods act
- Trade narrative act

Policies and produce are like:

- Customer issue handling

- Offering service
- Showing limits of authority in roles and responsibilities

Other ethical requirements are found. Like:

- Justice
- Assessment
- Organizational ideologies

Conclusion:
It’s not so easy to deal with customer and make him happy. But company should take necessary
steps to resolve customer complaint at any cost. Unhappy customers will be the advantage of the
company. If company provides excellent service to the customers, then the customers become
happy and tend to high turnover.
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